We currently have a Customer Service Advisor position available for a motivated individual to join our team based in Bournemouth on a full time, permanent basis. In return you will receive a competitive salary of £18,768 per annum plus benefits.Pennon Water Services (PWS) is the water retailer for non-household customers of Bournemouth Water and South West Water. PWS incorporates Aquacare, a water hygiene specialist to offer our customers Value Added Services (VAS) making PWS stand out from competitors in the market.We believe that by investing in the future of our region, we are not only improving the quality of life for today’s residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to this. Our aim is to continually drive up standards, particularly in the areas that matter most to our customers.Our core values which are essential to our success are:Trusted - We do the right thing for our customers and stakeholders.Collaborative - We forge strong relationships working together to make a positive impact.Responsible - We keep our promises to our customers, communities and each other.Progressive - We are always looking for new ways to improve and make life better.We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits which include: free car parking at the majority of our sites, company Sharesave Scheme, childcare support and various health benefits.As our Customer Service Advisor, you will be the first point of contact for our customers and deliver an exceptional customer experience in order to ensure they are retained and acquired.You will be an advocate of multiple brands and contribute to the financial viability of the organisation through upselling service plans, valued added services and payment schemes to our customers. The scope of the role is a nationwide customer and wholesaler base, across all retail service functions including billing, correspondence, complaints and multiple contact methods.Responsibilities as our Customer Service Advisor will include: - Delivering an exceptional customer experience for all customers across all customer touch points and contact methods to ensure customers remain with our organisation as their preferred retailer of choice- Seeking opportunities to switch a customer into us in line with procedures and Service Level Agreements and ensure the transition is smooth and right first time- Making and maximising upsell opportunities for our value added services using our UREP framework, customer tariffs and payment schemes to our customers during a call or through outbound activity- Responding to each contact appropriate to the customer and flexing the approach appropriately to align with the relevant brand standards and customer segmentation- Answering and resolving customer enquiries and complaints in an efficient, courteous and professional manner, delivering exceptional customer service at all times, delivering a first contact resolution service- Liaising with other departments to facilitate seamless customer management- Data entry and systems interrogation, using customer service database and customer handling software tools- Proactively suggesting changes that will result in improved customer service and satisfaction levels- Contributing to ensure regulatory targets are met- Building rapport and having the ability to adapt and respond to a number of varying queries from customers and colleagues- Processing customer payments and respond to payment and bill queries right first timeWhat we are looking for in our ideal Customer Service Advisor:- NVQ – Customer Services Level 1-2 (desirable)- Contact centre experience and customer contact- Excellent communication skills, both written and verbal- Knowledge of company systems and accurate data entry skills- Exceptional customer service skills Professional telephone manner- Demonstrate attention to detail- Customer Awareness including geographical appreciation- Flexibility- Empathy- Clear and concise communicator- Accountable for customer cases- A positive ‘can do’ attitude at all times- Ability to work co-operatively with other departmentsClosing date: 30th October 2020If you are looking for a new challenge, please click apply now to be considered as our Customer Service Advisor – we look forward to receiving your application
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